IT Transformation Programme will replace the existing ICONs Contact Centre Service with a new IP Contact Centre Service built on a Genesys Contact Centre technology.

A new Managed Service will be provided by the Contractor, which entails a new hosted contact centre platform will be built in Contractor Data Centres and managed on a day to day basis by their staff. Once this is complete the transition from the old ICONs service to the new IPCC service will begin. The platform will take approx. 9 months to build and the transition is estimated to take 12 months to fully transition all the users.

In line with Technology Group direction the Network Strand are building a team which can fully understand the new platform design and build in order that the Department has the option to take more control of the platform to manage more of the features and functionality. There is also an option for the Department to build and integrate some emerging services to the platform which will provide enhanced channels to the citizen. The roles within this team will be retained with in Technology to support the platform and integrate those services in future. A central functional team with WFM, Management Information MI, Voice Recording (VR) and Quality Management (QM) will be created to support both the technical teams and the transition teams in the transition from ICON to the new IPCC service.

Main Duties & Responsibilities:

Take the lead in ensuring that all aspects of service transition projects are driven through to delivery;

Design, implement & maintain robust transition plan(s) taking into consideration any business activities required to integrate new services into the 'business as usual' environment; Engage with all suppliers as required to complete production and approval of all service transition documentation; Determine the readiness levels of the department and exiting incoming suppliers and business users with regard to upcoming changes; Uncover readiness gaps and own action plans to close the gaps prior to go-live; Assess risks inherent in proposed transitions, to ensure any potential scheduling and performance issues have minimum impact on provision of other services; Ensure all relevant department functions are fully engaged in the process and committed to supply resources to complete the transition plan; First point of escalation for any issues or problems raised by the suppliers or business; Arbitrate in situations of conflict;

Seek out and tackle issues that will prevent the delivery of business benefits linked to service transition.

Genesys Transition Rollout Manager Managing the Requirements gathering, design and test activities within the BG aligned to the Agreed Transition Plan Delivering rollout responsibilities on behalf of the Transition manager Work with the Take on and Platform lead to assure the BT transition plan for platform roll out. Overview of project: IT Transformation Programme will replace the existing ICONs Contact Centre Service with a new IP Contact Centre Service built on a Genesys Contact Centre technology.

A new Managed Service will be provided by the Contractor, which entails a new hosted contact centre platform will be built in Contractor Data Centres and managed on a day to day basis by their staff. Once this is complete the transition from the old ICONs service to the new IPCC service will begin. The platform will take approx. 9 months to build and the transition is estimated to take 12 months to fully transition all the users. In line with Technology Group direction the Network Strand are building a team which can fully understand the new platform design and build in order that the Department has the option to take more control of the platform to manage more of the features and functionality.

There is also an option for the Department to build and integrate some emerging services to the platform which will provide enhanced channels to the citizen. The roles within this team will be retained with in Technology to support the platform and integrate those services in future.

A central functional team with WFM, Management Information MI, Voice Recording (VR) and Quality Management (QM) will be created to support both the technical teams and the transition teams in the transition from ICON to the new IPCC service.